Customer Service Representative Location: Toronto-661 University Department: Quality, Regulatory Affairs and Customer Service The Role: Please note this position is expected to work weekends and statutory holidays. This can change based on operational needs. To provide front line customer services through the PHO Customer Service Centre, the centralized, one window to the Public Health Ontario Labs for all testing related inquiries from across the Province. Key Responsibilities- As the initial point of contact to the Public Health Laboratories, responds to all client inquiries regarding laboratory testing and services from PHO clients who include hospitals and community laboratories, physicians' offices, clinics, long-term care facilities, nursing homes and public health units. Accesses a variety of information from multiple databases, reference materials (e.g. PHOL on-line Test Directory etc.), PHO Connect Site, and Q-Pulse in order to search and identify up to date testing related information in response to general inquiries. Utilizes the PHO's on line computer systems to search for, seek and/or provide timely information on urgent and routine test results or required for test completion; cancelling tests and investigating new or unusual test requests. Performs customer service outreach when required by using scripts developed by Supervisor or Manager to promote PHOL services and tools (e.g. Labstract subscriptions, autofax subscriptions), advise on procedures for the processing and completion of requisitions and navigation through the website and to assist clients to enhance timely delivery of test results. Maintains records and information required to organize and/or update the client database e.g. verified fax numbers and client contact lists for outreach, surveys, etc... Investigates and updates incomplete information on sample submissions (e.g. submitter or patient demographic information into the LIS) to allow testing to proceed. Collects and maintains quality indicator data on a variety of databases (e.g. shared drive, SharePoint) such as reported errors, sample rejection trends, etc., to be used for quality improvement initiatives. Identifies and apprises management of perceived trends, potential or unusual issues, criticisms raised (e.g. complaints, common inquiries). Updates and maintains knowledge of PHO laboratory testing, programs, new initiatives and new announcements in support of the provision of customer services. Knowledge and Skills- Knowledge of the use Laboratory Information Systems and various databases to access information in response to customer inquiries. Knowledge of medical terminology in order to respond to inquiries regarding laboratory testing and results. Knowledge of, and skills in the use and operation of computers and software such as Microsoft Office, word processing software and database programs and the Internet to access and retrieve information from databases. Knowledge of relevant sections of the Freedom of Information and Protection of Privacy Act and the Personal Health Information Protection Act to determine what information can be released when responding to personal health related inquiries. Knowledge of PHOL programs/services and contact centre policies, procedures, priorities, and standards to ensure compliance and efficiency of own work. Knowledge of customer service principles, techniques and quality standards e.g. telephone etiquette, customer service standards, to provide effective telephone customer information and support services to customers. Oral and written communication and interpersonal skills to act as the primary point of contact in the PHO Customer Service Centre and to respond to phone, written and fax inquiries by a range of PHOL clients, utilizing specialized medical laboratory testing terminology. Interpersonal skills to handle client requests, complaints and to escalate any problems as needed. Education and Experience- Secondary school diploma. 2 years of medical laboratory experience. Attributes and Competencies- Ability to work in accordance with relevant policies, procedures, guidelines, directives, manuals and computerized and hard copy directories and reference materials in order to provide customer service by answering inquiries and providing information. Identifies, addresses and resolves a range of problems/concerns and escalate/refers complex matters to a Resource Technologist for resolution, when necessary, for example, customer complaints, explanation of sample rejection reasons, and result interpretations. Maintains the confidentiality and security of all information related to patients, staff and business of PHO. Requirement to concentrate during calls within the call centre's environment of varied calls at the same time. Duration: Contract (Fixed Term), 7 month(s) Hours of Work: Part time, 14.5 hours per week Compensation Group:Ontario Public Service Employees Union Salary :$26.46 - $29.76 Posting Date: 07-15-2025 , Closing Date: 07-30-2025 Please note: applications will be received no later than 11:59pm on the date preceding the closing date as indicated on the Job Requisition. Note: Internal candidates will be considered first. While we thank all applicants for their interest, only those selected to move forward in the recruitment process will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only, and not for any other purpose. PHO is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Any candidate who requires a job posting in an alternative format may email a request to HR_Inquiries@oahpp.ca. Once an applicant has been selected for an interview, they can inform PHO about any accommodations they may require at any stage of the interview process. Public Health Ontario (PHO) is an agency of the Government of Ontario dedicated to protecting and promoting the health of all Ontarians and reducing inequities in health. We link public health practitioners, front-line health workers and researchers to the best scientific intelligence and knowledge from around the world. With our partners in government, public health and health care, we provide the scientific evidence and expert guidance that shapes policies and practices for a healthier Ontario. PHO has locations across Ontario, including 11 laboratory sites. We’re committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Any candidate who requires a job posting in an alternative format may email a request to HR_Inquiries@oahpp.ca. For more information, visit publichealthontario.ca. Didn’t find a job that matched your profile? We are always looking to grow our talent pool of public health professionals. 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